VISITORS TO HOSPITAL

Updated - effective from 14 May 2020 until further notice. Under COVID-19 Alert Level 2 visitor access to health facilities continues to be restricted.– details for all facilities...

Last updated:29 April 2020

Please remember, limiting our interactions with others is our best defence against COVID-19. Please don’t visit the hospital if you don’t need to. The following level 2 visitor restrictions are in place for all Canterbury DHB health facilities:

Visitors will be screened and asked to provide contact details upon arrival

Visitors who are unwell or have suspicion of COVID-19 will not be able to enter

Aged residential care: no visitors, however, family visits for palliative care residents who do not have COVID-19 will be considered on a case-by-case basis.

Specific and detailed visitor restrictions that apply to each hospital are available on our COVID-19 page.

The Nationwide Health and Disability Advocacy Service is a free service that operates independently from Canterbury DHB. It can help you know more about your rights when using health or disability services, get questions answered or make a complaint. It can be contacted on:

Canterbury DHB encompasses the principles of Te Tiriti o Waitangi and treats Māori people and people of all cultures with respect.

Te Tiriti o Waitangi principles:

Partnership – We work together with you and your whānau to support you on your health journey

Protection – We respect and observe tikanga practices, values, beliefs and taonga (Te Reo Māori) while caring for you in a culturally appropriate way

Participation – We create opportunities for you and your whānau to actively participate in managing your own health and ensure you can access services that meet your needs

Your health information

To provide you with appropriate care and treatment, we may need to share information with or collect information from people such as your family, caregivers, or general practitioner (GP).
The Health Information Privacy Code 1994 sets out what our obligations are with respect to your health information and also what your rights are.

If you have any questions about your care, what is happening and when, you can ask a staff member at any time for information.

Collecting your information

Health information is collected for your care and treatment. Usually, we collect information directly from you, but if this is not possible/practical we may collect it from another person and then check with you as soon as possible.

If your personal information has changed

It is important the information we hold about you is accurate and up-to-date to provide a safe standard of care during your stay in hospital.

Please let us know if any of your personal details change or are incorrect (e.g. address, mobile phone, next of kin), or if there is any additional information that may help us understand your situation.

Managing your information

It is normal for us to give necessary and relevant information about you to your GP, the health care professional who referred you, your community nurse, or other healthcare professionals involved in your ongoing care.

In most cases we require your consent before we share information about you with somebody else. However, in certain circumstances we may, in accordance with the law, provide information about you to others, such as government agencies (e.g. ACC, the Police, and Oranga Tamariki) or your family/caregivers/whānau that you live with if we think it is necessary for your care and treatment, for your safety or the safety of others.

We may also provide your information to the Ministry of Health and other government agencies that require us to provide information or administrative, legal, contractual, statistical, research or public health purposes. Your information is kept confidential and you will not be identified in any way. Canterbury DHB’s Your Rights pamphlet provides more information.

Please tell the staff caring for you if you:

Do not want even general information about your condition shared with your family or friends (Note: We cannot always follow your wishes, but we will take your views into account when a decision is made)

Want to know why certain information is needed

Are uneasy about providing certain information

Security of your information

Your information will be stored securely, and only authorised staff can access your information.

Staff asking for your details

Staff will ask your name, date of birth and your address many times during your visit. This makes sure we give the right medication, treatment or procedure to the right person. If we give you an identification bracelet please keep it on at all times. If your bracelet is removed for any reason, please tell your nurse immediately.

Displaying your name

If you are admitted we usually display your name above your bed and outside your room. Staff will ask you about this when you arrive in the ward. Please tell us if this may cause problems and we will make other arrangements.

Private conversations

You may be in a room with other people. Please tell us if you would like us to take you to another room to discuss your health in private.

No recording and videoing of staff

Please do not record or video any conversations or procedures with staff, unless staff give you their consent to do so.

Please be mindful in making any recording that you may be capturing the personal information of other people who have not consented to the recording and therefore you may be breaching their privacy in making and keeping any recording.

Your choice about being involved in teaching and research

There are health professionals training in our hospitals. You have the right to refuse permission for these students to be involved in your care or see your medical records. If you refuse, this does not affect the care you receive in any way.

CCTV in some areas

CCTV cameras are operating in some areas of Canterbury DHB, such as the entrance and reception areas of our facilities, the Emergency Department and public areas. This is to keep patients, visitors and staff safe. We may provide video footage to the Police to support crime prevention and investigate incidents.

When you arrive at the ward:

The ward clerk or nurse will meet you

While staying in hospital, you will always have a nurse assigned to your care

The nurses assigned to you on each shift will introduce themselves to you when they come on duty

You will generally remain on this ward for the time of your hospital stay but may be transferred to a different room

If you need help, ring your nurse using the call button provided

Please do not leave the ward without letting your nurse know. To ensure you get proper care, we need to know where you are at all times

Other staff who support patients while in hospital

Pharmacy staff work with the medical teams to ensure we have an up-to-date list of your medicines, record any allergies you have and provide information on new medicines started.

Kaimahi Hauora Māori

A Māori Health worker provides tautoko (cultural support and advice) to tūroro (patients) and their whānau (family members) while they are in the hospital. They may also advocate for patients and provide them with information and resources to help your recovery if needed.

Dietitians/Pūkenga Whakaita Kai

Dietitians give advice and counselling about diet, food and nutrition to individuals and communities. They also design nutrition programmes to support health and wellbeing.

Physiotherapists/Kairomiromi (Physios)

Physios help patients recover from disability or problems caused by physical, brain, and nervous system disorders to restore function and independence.

Occupational Therapists/Kaiwhakaora Ngangahau (OTs)

OTs assess and treat people who have trouble with everyday activities because of illness, injury or circumstance.

Speech Language Therapists/Kaihaumanu Reo ā-Waha (SLTs)

SLTs assess and treat people who have problems with communication or swallowing. This may include difficulties with speech, language, thought processes or moving their bodies.

Social Workers/Kaimahi Toko i te Ora

Social Workers provide care, advice and support to people with personal or social problems, and help with community and social issues.

Midwives/Tapuhi ā-Whare

Midwives provide care and support to women, their partners and family/whānau during pregnancy, labour and birth, and for six weeks following the birth. They also provide wellness and parenting advice to mothers and families.

Catering Assistants/Kaiāwhina Whakatutuki

Catering Assistants provide a personal meal service with food and drinks according to your dietary needs.

Orderlies/Tika

Orderlies help clinical staff take care of patients’ needs by transporting patients; delivering samples, oxygen, and clinical documents; maintaining and cleaning equipment; and other tasks.

Our approach is “team-based care”. Your health care team will discuss with you your rights, your diagnosis, options available, plan of care and if possible the date we hope to get you home.

We want you involved in discussions and decisions about your care. It is important to ask any questions and if there is anything you don’t understand or are not happy with, please ask for more information until things are clear.

Bedside boards: A board near your bed is regularly updated to show your needs (e.g. any assistance needed with moving, hearing or sight aids, or special diet). There is space on the board for you or your family to list any questions you want answered.

Bedside handover: At the end of the morning shift, nurses will discuss important updates with you and hand over ongoing tasks to the afternoon shift.

Rounding: Nurses check in on you regularly to make sure you have everything you need (e.g. call bell and drink within reach, help to the toilet).

Ward rounds: Members of your health care team visit each bed and give you an opportunity to ask questions.

Relatives and friends can telephone the patient enquiries desk at the hospital.